Recent global events such as the COVID-19 pandemic, the Great Resignation, the Ukraine-Russia conflict, and rising inflation have repeatedly tested organizations’ ability to adapt in an increasingly volatile world. Enterprises, irrespective of industry or size, are embracing automation, making it a strategic agenda across functions and lines of business. Today, automation has evolved from simple task-based automation to a full ecosystem of Intelligent Automation (IA) technologies such as Robotic Process Automation (RPA), Artificial Intelligence (AI), Machine Learning (ML), process mining, task mining, API automation, and process orchestration. As these technologies are relatively new, one of the most common challenges that enterprises face is measuring the Total Cost of Ownership (TCO) and IA benefits to arrive at the true Return on Investment (RoI) from their automation programs as they scale. While most digital transformation leaders believe that they are running a top-tier automation program, a closer look reveals that many have a narrow view of their TCO. Organizations must have a comprehensive view of their costs, and it is this overarching perspective that separates what we call the true leaders from the false achievers. To understand the challenges and best practices of digital transformation leaders as they develop a comprehensive view of their automation costs and benefits, Everest Group surveyed 50 executives across enterprises and industries at different stages of their automation journeys. This report combines findings from the survey and select in-depth interviews, along with Everest Group’s ongoing research and IP on IA. Scope All industries and geographies Contents In this report, we: Examine the current state of IA Discuss the challenges in measuring the true automation RoI Analyze how true achievers in IA approach TCO compared to others Review the unique strategies that true achievers use to achieve higher RoI Membership (s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI is a network of advanced technologies and solutions that integrate and communicate with each other to share information across systems. Enterprises show a greater propensity to leverage these solutions to provide superior CX, drive customer acquisition, and create market differentiation. Businesses across the globe are realizing the importance of conversational AI solutions to serve customers across different industries on a spectrum of digital channels and fulfill enterprise needs as well as support internal processes such as HR support, IT helpdesk, sales, F&A, and marketing. Conversational AI providers are addressing the rising demand by introducing new capabilities while strengthening their existing ones and by further strengthening their products to be more holistic and accessible to a wider audience for varying use cases. With the growing impact of conversational AI platforms, it becomes critical for an enterprise to pick solutions that meet their current business requirements with further room to accommodate future needs. In this research, we assess 26 conversational AI technology vendors featured and categorize them based on their capabilities and market offerings. The research will help buyers select right-fit technology vendors for their needs and enable providers to benchmark themselves against each other. Scope All industries and geographies This assessment is based on our annual RFI process for the calendar year 2021, interactions with leading conversational AI technology vendors, client reference checks, and ongoing analysis of the conversational AI market Contents The report assesses the conversational AI technology vendor landscape across various dimensions: Everest Group’s PEAK Matrix® evaluation Competitive landscape Remarks on key strengths and limitations for each vendor Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Everest Group defines Intelligent Document Processing (IDP) as the capturing of data from documents (e.g., emails, texts, PDFs, and scanned documents) and its categorization and extraction for further processing using AI technologies such as computer vision, Optical Character Recognition (OCR), Natural Language Processing (NLP), and machine/deep learning. These solutions not only help enterprises achieve cost savings, but also improve their productivity and employee and customer experience. The IDP technology provider market is growing rapidly, with many providers seeking to address complex document processing use cases. With increasing applications across business functions and verticals, IDP products are rapidly becoming more sophisticated in their capabilities, features, and functionalities. The impact of COVID-19 on rethinking business continuity and resilience, remote working models, and digitalization has further driven demand. This research provides IDP buyers, software vendors, and third-party enablers (service providers and system integrators) a detailed view of the IDP market by analyzing it across dimensions such as market size and adoption trends, buyer satisfaction, product capabilities and trends, solution characteristics, provider landscape, challenges to IDP adoption, and outlook for 2022-23. Scope All geographies and industries IDP software products that leverage AI / cognitive capabilities and are available for independent licensing have been considered for this report. These products are offered as either platforms that allow enterprises to deploy them as out-of-the box solutions using pre-built modules or as custom solutions that help classify and extract data from documents We have analyzed the following technology providers as part of this report: ABBYY, Appian, Alkymi, AntWorks, Automation Anywhere, Celaton, codemantra, Datamatics, Docvu.AI, EdgeVerve, Eigen Technologies, Ephesoft, Evolution AI, FOSFOR by LTI, HCL Technologies, Hypatos, Hyperscience, IBM, Indico Data, Infrrd, JIFFY.ai, KnowledgeLake, Kofax, KoiReader, Laiye, Microsoft, Nividous, OpenBots, Parascript, Parashift, qBotica, Rossum, Singularity Systems, Straive, UiPath, and WorkFusion Contents In this research, we study the following topics: Introduction to IDP IDP market characteristics Buyer expectations IDP product capabilities and trends IDP solution characteristics IDP provider landscape Challenges to IDP adoption Best practices Outlook for 2022-23 Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

It is becoming increasingly important for organizations to evolve into digital-first businesses to remain resilient and competitive, especially after the pandemic. One of the most powerful digital levers enabling enterprise transformation journeys is Intelligent Process Automation (IPA), or intelligent automation in business processes that enterprises can achieve through any combination of automation technologies, including Robotic Process Automation (RPA) and cognitive/AI-based automation. The IPA market has been continuously growing due to enhanced technological capabilities, innovative solutions, growing demand, and higher adoption. As intelligent automation continues to revolutionize and impact businesses at scale, it heralds a new era of business process innovation. This research provides IPA buyers and solution providers a detailed view of the market and analyzes it across dimensions including adoption trends, solution characteristics, services characteristics, solution provider landscape, challenges, best practices, and outlook for 2022-23. Scope IPA solutions: sourcing of IPA technology products, along with consulting, implementation, and maintenance services, but not traditional BPO services IPA services only: sourcing of IPA services such as consulting, implementation, and maintenance This report does not cover IPA technology products that are licensed independently or embedded within broader BPO deals All industries and geographies Contents In this report, we share: IPA market overview Adoption trends by industry, business function, geography, and buyer size Solution characteristics Services characteristics IPA solution provider landscape Challenges, best practices, and future outlook Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Everest Group defines Intelligent Document Processing (IDP) as a process that leverages a software product or solution to capture data from documents (e.g., emails, text, PDFs, and scanned documents), categorize it, and extract relevant data for further processing using AI technologies such as computer vision, Optical Character Recognition (OCR), Natural Language Processing (NLP), and machine/deep learning. The solution is typically non-invasive and can be integrated with internal applications, systems, and other automation platforms. IDP products find a wide range of uses in different business functions and verticals. They are offered as either platforms that allow enterprises to deploy out-of-the-box solutions using pre-built modules or as custom solutions that help buyers classify and extract data from documents. IDP solutions help enterprises to not only achieve cost savings, but also improve workforce productivity and employee and customer experience. These products are rapidly becoming more sophisticated in their capabilities, features, and functionalities. In this report, we feature detailed profiles of 36 leading IDP technology providers and evaluate their offerings and capabilities to assist existing and potential IDP buyers in assessing the providers on the capabilities they desire. Scope All industries and geographies Contents This report provides key stakeholders a snapshot of 36 leading IDP technology providers’ offerings and capabilities. It also allows technology providers to compare their offerings, capabilities, strengths, and limitations with other providers in the marketplace. Each technology provider profile includes the following details: Company overview Recent investments & announcements Market adoption & capability overview Client portfolio mix Partnerships Product overview Product features & functionalities and key enhancements Capabilities across PEAK Matrix® dimensions Key strengths & limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Intelligent Document Processing (IDP) products are an essential component of an enterprise’s automation technologies portfolio. IDP leverages Artificial Intelligence (AI) technologies such as Optical Character Recognition (OCR), computer vision, Natural Language Processing (NLP), and machine/deep learning to classify and extract information from structured, semi-structured, and unstructured documents. The need to improve operational efficiencies and employee productivity, achieve cost savings, and enhance employee and customer experience is driving IDP adoption among enterprises. IDP products are also rapidly becoming more sophisticated in terms of their capabilities, features, and functionalities. To achieve success in implementing IDP, enterprises need to select the right IDP technology partner. In this report, we study 36 IDP technology providers and position them on Everest Group’s PEAK Matrix®, categorizing them into Leaders, Major Contenders, Aspirants, and Star Performers based on their capabilities and offerings. The research will help buyers select right-fit technology providers for their needs, while technology providers will be able to benchmark themselves against each other. Scope All industries and geographies IDP products that are sold on license and irrespective of any ongoing business or IT process outsourcing or managed services were considered for this report Contents This PEAK Matrix report examines: Everest Group’s PEAK Matrix evaluation of IDP technology providers and their categorization into Leaders, Major Contenders, and Aspirants Competitive landscape of the IDP technology provider market Key IDP technology trends Key strengths and limitations of each IDP technology provider Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

It is becoming increasingly important for organizations to evolve into digital-first businesses to remain resilient and competitive, especially after the pandemic. Manual operations pose numerous challenges, and, hence, organizations are shifting to digital, automated, and intelligent business processes. In addition to expecting cost savings and operational efficiencies, enterprises are seeking next-generation benefits, such as superior customer experience, from their transformation initiatives. One of the most powerful digital levers enabling enterprises’ transformation journeys is Intelligent Process Automation (IPA). Everest Group defines IPA as intelligent automation in business processes that enterprises achieve through any combination of automation technologies, including robotic process automation and cognitive/AI-based automation. In this report, we share detailed profiles of 28 leading IPA solution providers and examine their offerings and capabilities. The study will allow solution providers to compare their offerings, capabilities, strengths, and limitations with other providers. It will also help existing and potential IPA buyers to assess solution providers based on the capabilities they seek. Scope IPA solutions: sourcing of IPA technology products, along with consulting, implementation, and maintenance services, but not traditional BPO services IPA services only: sourcing of IPA services such as consulting, implementation, and maintenance All industries and geographies This report does not cover IPA technology products that are licensed independently or embedded within broader BPO deals Contents This report provides a snapshot of 28 leading IPA solution providers’ offerings and capabilities. Each solution provider profile includes: Company overview Recent deals and announcements IPA revenue and FTE mix Solutions portfolio Measure of capabilities across PEAK Matrix® dimensions Key strengths and limitations Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

A data avalanche is increasingly overwhelming organizations today. The effort to process this data is labor- and time-intensive, as well as prone to errors. Many organizations are hence relying on Intelligent Document Processing (IDP) solutions to automate complex document-intensive business processes. IDP solutions significantly reduce human effort in document processing, increase efficiency, improve quality, and enhance employee/customer satisfaction. At the same time, challenges associated with IDP implementation and management are hindering more widespread acceptance and scaling. IDP solutions are thus introducing capabilities that address these implementation/management challenges, including pre-packaged solutions, support for complex document types, enhanced data enrichment, and advanced model monitoring, among other features. In this report, we study these sophisticated capabilities that enable enterprises to adopt IDP more quickly, expedite RoI, and ease business-user concerns. Scope All industries and geographies Contents In this study, we: Introduce IDP Explore the current IDP state Detail seven must-have capabilities that enable sustainable IDP adoption Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

It is becoming increasingly important for organizations to evolve into digital-first businesses to remain resilient and competitive, especially after the pandemic. Manual operations pose numerous challenges, and, hence, organizations are shifting to digital, automated, and intelligent business processes. Digital technologies, including intelligent automation, are becoming ubiquitous. In addition to expecting cost savings and operational efficiencies, enterprises are seeking next-generation benefits, such as superior customer experience, from their transformation initiatives. Providers recognize the evolving demand themes and are pivoting quickly to a digital-powered model to provide the desired benefits to their clients. One of the most powerful digital levers enabling this transformation is Intelligent Process Automation (IPA). Everest Group defines IPA as intelligent automation in business processes achieved through any combination of automation technologies, including Robotic Process Automation (RPA) and cognitive/AI-based automation. In this report, we study 28 IPA solution providers and position them on Everest Group’s PEAK Matrix®, categorizing them into Leaders, Major Contenders, Aspirants, and Star Performers based on their capabilities, offerings, and limitations. The research will help buyers select right-fit providers for their needs and enable providers to benchmark themselves against each other. Scope IPA solutions: sourcing of IPA technology products, along with consulting, implementation, and maintenance services, but no traditional BPO services IPA services only: sourcing of IPA services such as consulting, implementation, and maintenance This report does not cover IPA technology products that are licensed independently or embedded within broader BPO deals All industries and geographies Contents In this report, we study: Everest Group’s PEAK Matrix® evaluation of IPA solution providers and their categorization into Leaders, Major Contenders, Aspirants, and Star Performers The IPA solution provider market’s competitive landscape Key strengths and limitations of each IPA solution provider Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

The COVID-19 pandemic heavily impacted the healthcare industry, with healthcare payers and providers grappling with a shortage of resources due to skyrocketing demand, reduced operational margins due to economic uncertainties, and additional administrative cost overheads. Several trends, such as telehealth, digitalization, and automation, emerged to sustain and transform the healthcare industry following the crisis. Among the technologies which experienced widespread adoption was Intelligent Document Processing (IDP). IDP is a software product or solution that captures data from documents (such as emails, text, PDFs, and scanned documents), categorizes it, and extracts relevant data for further processing using Artificial Intelligence (AI) technologies such as computer vision, Optical Character Recognition (OCR), Natural Language Processing (NLP), and Machine Learning (ML). IDP adoption grew 30-35% YoY among healthcare payers and a whopping 190-200% YoY among providers in 2020. Additionally, new use cases, especially among healthcare providers, also drove growth. This viewpoint examines the challenges and emerging trends in the healthcare industry and focuses on the adoption of intelligent automation in healthcare, with special emphasis on the key capabilities of IDP solutions and its use cases in healthcare. Scope Industry: healthcare Geographic scope: global Contents In this research, we discuss: The challenges and emerging trends in the healthcare industry Intelligent automation adoption in healthcare Key IDP capabilities and their benefits for enterprises How the healthcare industry is leveraging IDP Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management